Getting support

If something isn't working, we're here to help. Before you get in touch, check Troubleshooting and the FAQ, which cover the most common problems.

How to reach us

Channel	Best for
Discord server	Most questions, device resets, missing roles and setup help
Email at [support email]	Billing, refunds and privacy requests, or if you can't use Discord

What to include

The more detail you give, the faster we can help. Include:

• your Discord username, so we can find your account;
• what you were doing when the problem happened, and what you expected to happen;
• the exact error, for example hwid_mismatch. A screenshot helps, but make sure your full license key isn't visible in it;
• your Chessware version, as shown in the Downloads tab when you downloaded it;
• your Windows version, for example Windows 11 64-bit;
• the last 5 characters of your license key, if the problem is about a key; and
• your order date, from the Transactions tab, for billing or refund questions.

Keep your key private

Warning: Never post your full license key in a public channel, in a screenshot or anywhere else others can see it. Anyone who has your key could try to use it. Share only the last 5 characters. Together with your Discord username, that's enough for us to find it.

We'll never ask for your Discord password or login codes. If someone claiming to be from Chessware asks for them, don't share them, and let us know.

Common requests

• Moving to a new PC: ask for a device reset in our Discord server. See License keys.
• Refunds: see our Refund Policy for who can get one and what to include.
• A missing Discord role: see Discord roles.
• Your data: download a copy from Account → Download your data, or read our Privacy Policy for your rights.
• Deleting your account: see Deleting your account.

Reporting a security issue

If you think you've found a security problem in Chessware or our website, email [support email] with the details rather than posting about it publicly. See Acceptable Use & Fair Play.